Customer Service Executive

Company Description

Karma Group is a globally recognized, award-winning Private Members Club delivering exceptional experiences in some of the world's most sought-after destinations. With a portfolio spanning 40 luxury resorts, fine dining venues, award-winning spas, and exclusive events, Karma Group embodies the essence of laid-back luxury and sophisticated leisure. Guided by its philosophy of high-end hedonism, the brand offers members access to premium destinations across Europe, Asia, and beyond. Privately owned, with a strong financial foundation, Karma Group is committed to consistent growth and excellence.

Key Responsibilities

Customer Interaction

Respond to customer/member inquiries via phone, email, and online chat professionally and promptly, as per department SOPs

Provide accurate information on services, and reservation processes

Assist members with reservations, modifications, and cancellations, ensuring a smooth experience

Reservations Management

Process and confirm reservations according to company policies

Handle special requests and ensure booking accuracy

Issue Resolution

Address and resolve member complaints and concerns

Escalate complex issues to the relevant department or manager when required

Follow up with members to ensure satisfaction

Customer Relationship Management

Build and maintain strong relationships with members

Use CRM tools to document interactions, preferences, and feedback

Prior knowledge of Viewpoint CRM is an advantage

Product Knowledge

Stay updated on company services, and promotions

Participate in training sessions to enhance service quality

Administrative Tasks

Maintain accurate records of customer interactions

Prepare and send confirmation emails and related documents

Skills & Competencies

Strong verbal and written communication skills

Excellent interpersonal and customer-handling skills

Ability to multitask and work under pressure

Proficiency in CRM systems and Microsoft Office

Additional Information

Candidates must be currently based in Bangalore

English and Hindi proficiency is mandatory